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Manager, End User Services

4 months ago

Toronto, Canada Beanfield Technologies Inc. Full time

**Our company**:
We are about building communities, not just networks. We believe that people are at the heart of everything we do. We’re committed to making life better for our customers, our employees, and the communities where we live and work. Founded in the underserved Toronto neighbourhood of Liberty Village, we've always understood the importance of connection. That's why we committed ourselves to building a fibre-optic network throughout the community and have continued to expand our network ever since. For 30+ years, we have been proud to build, own, and operate an extensive & robust fibre-optic network throughout Toronto, Montreal and Vancouver. Now with 400+ employees, we continue to deploy our own construction, fibre splicing, installation, network operations and support teams. Our services are delivered to thousands of commercial and residential service addresses using Beanfield owned facilities.

**Our Values**:
**We Are Community**: People first, always. We build trust through empathy and honesty. We align around our collective purpose. We are service of the whole. We are stronger together than we could ever be alone. When we show up for each other, we can create anything. Being in community is what gives us purpose and meaning.

**We Are Different**:We know who we are and are creating our own destiny. We see the world differently. We explore. We are curious. We go first and do what others haven’t done before. By thinking differently, we build better.

**We Cherish Momentum**: Momentum is more than just being busy or ticking items off our to-do list. It's about nurturing our ideas, creating rituals and routines that align with our priorities, and staying optimistic in the face of setbacks. It's about feeling in control and being confident that we can find solutions to whatever problems come our way.
- **Position Summary**:
This position plays a key role in developing technology policies and procedures, maintaining vendor relationships, managing budgets, contracts, and SLAs/OLAs for internal and external partners. Finally, the Manager will mentor and manage a high-performing IT team to ensure comprehensive delivery of End User Services.

**Key Responsibilities**:
Strategy and Planning
- Oversee strategy and management of all end user services.
- Provide leadership, vision, and direction for the End User Services teams responsible for end user computing and service management, including Service Management framework and governance, hardware and software operating standards, ensuring efficient day-to-day operations, and engaging customer experiences.
- Develops the overall End User Services IT strategy with the Director, IT Systems within the context of the Beanfield business strategy and service values, driving system consolidation where possible and keeping our system footprint manageable and cost-effective.
- Develop and maintain End User computing systems and service roadmap.
- Support the Director, IT Systems with development and approval of IT policies (including acceptable use policy, backup/recovery policy, remote access policy and mobile device policy), standards and best practices.
- Develop and maintain the implementation strategy for the End User Services Infrastructure while also ensuring an enterprise view of all End User Computing Services across the organization. Additionally, facilitate appropriate governance of this work, including budgeting, resource management, requirement management, risk management, cost estimation and management, schedule estimation and management, project communication and reporting, and vendor delivery management.
- Establish strategic alliances with fellow leaders, internal technology and business stakeholders, information systems vendors, service providers, consultants, and other relevant parties to build and maintain strong partnerships, develop trust, and promote positive working relationships that align goals and resources to ensure the successful delivery of End User Services.
- Communicates to management and other departments on all relevant End User Services IT projects and initiatives to notify them of needed resources, schedules, impact of issues and escalations.

End User Services Operations Management
- Manages a diverse portfolio of End User services and technologies supporting over 500 end user devices including desktops/laptop devices.
- Accountable for Enterprise Service Desk function
- Lead delivery of centralized End User Services to all corporate and remote offices
- Oversees End User Services computing capacity management, providing proactive analysis and recommendations for improvements across the portfolio.
- Accountable for the development and maintenance of production infrastructure disaster recovery and contingency plans for Beanfield IT systems as it relates to End User Services, and is a key participant in the strategy, planning, and design of disaster recovery and risk management projects.
- Accountable for IT asset managem